1st Line Engineer

We have an exciting new vacancy for a 1st Line Engineer to join the team, within a Managed Service Provider environment at Commercial Ltd. As a 1st Line Engineer, you will be the first point of contact for customers requiring technical support across multiple client environments. You will triage, troubleshoot, resolve and escalate incidents and service requests through the company helpdesk/PSA platform, ensuring accurate ticket ownership, clear customer communication and delivery against agreed Service Level Agreements.

The role requires a customer-focused approach, strong attention to detail and the ability to support common MSP technologies including Microsoft 365, Windows desktop, Active Directory/Entra ID, endpoint management, remote access, basic networking and monitoring alerts.

Your responsibilities as a 1st Line Engineer will be:

Act as the first point of contact for customer incidents and service requests raised by phone, email, customer portal, monitoring alert or internal handover.

Log, categorise, prioritise and manage tickets accurately within the helpdesk/PSA system, ensuring impact, urgency, affected users, troubleshooting steps and resolution notes are recorded clearly.

Own 1st Line tickets through to resolution where possible, keeping customers informed with meaningful updates in line with SLA and internal communication standards.

Provide remote support across common MSP technologies, including Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Windows 11 /AVD, Microsoft Office, Active Directory/Entra ID, MFA, printers, laptops, desktops and mobile devices.

Carry out user administration tasks such as password resets, account unlocks, MFA support, mailbox access, distribution/security group updates and onboarding/offboarding actions where authorised.

Use RMM, monitoring and remote access tools to investigate alerts, remediate endpoint issues, perform proactive checks and support patching or maintenance activities where required.

Troubleshoot basic networking and connectivity issues including DNS, DHCP, VPN, Wi-Fi, LAN/WAN, internet connectivity and simple firewall/router checks before escalation.

Identify high-priority incidents, security concerns, recurring issues or SLA risks and escalate promptly to the 1st Line Team Leader, 2nd Line or appropriate resolver group with clear supporting notes.

Liaise professionally with third-party suppliers where required, logging supplier tickets, tracking progress and keeping internal records and customers updated.

Support problem management and service improvement by highlighting repeat incidents, common customer issues, monitoring trends and opportunities for knowledgebase articles or process changes.

Maintain accurate documentation, customer-specific notes, troubleshooting guides and knowledgebase content to improve first-time fix rates and service consistency.

Follow company policies, ITIL-aligned processes, data protection requirements, customer security standards and agreed operational procedures at all times.

About you:

Previous experience in a busy service desk, helpdesk or MSP support environment, with the ability to work across multiple customer environments and priorities is advantageous.

Good working knowledge of Microsoft 365, Windows 11/AVD, Microsoft Office, Active Directory/Entra ID, Exchange Online, Teams, SharePoint, OneDrive (the modern work place) and common end-user hardware.

Awareness of basic networking concepts including DNS, DHCP, VPN, Wi-Fi, LAN/WAN and internet connectivity troubleshooting.

Experience using helpdesk, PSA, RMM or remote support tools would be advantageous, such as ConnectWise, Halo, Autotask, Datto, N-able, NinjaOne or similar platforms.

Strong customer service skills, with the ability to communicate clearly, professionally and calmly with users of varying technical ability.

Excellent attention to detail, including accurate ticket notes, time recording, prioritisation, documentation and handover information.

A logical and structured approach to troubleshooting, with the ability to gather the right information, identify business impact and escalate appropriately when required.

Security-aware mindset, including understanding the importance of MFA, password handling, phishing awareness, least privilege access and customer data protection.

Positive, proactive and willing to learn, with a desire to develop technical capability and progress within a managed services support team.

About us

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

We’re proud to be an award‑winning employer, having won our category at the Sunday Times Best Places to Work 2026 , recognised as the Best Place to Work in the Business and Management Services industry.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.

We’re #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits

We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you’ll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here’s what you can look forward to:

A base salary between £26,228 - £28,000 per annum dependent on experience

An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs

Hybrid working structure with the flexibility to work from home for part of the week

A generous holiday allowance of 25 days plus bank holidays, which increases with length of service

An enhanced family leave package to support you and your growing family

Life Assurance, offering peace of mind with cover equivalent to four times your salary

Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme

Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends

Inclusive employee networking groups, with dedicated menopause and neurodiversity champions

The Comm-Unity - employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter

Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we bel